FAQ

ORDERING AND PAYMENT

- Can I amend or cancel my order?It's not always possible to change or cancel an order. If you decide you want to cancel or amend your order please call us on 01223 244400 or email us at info@shoegarden.co.uk. If your order has already been shipped, you will need to follow our returns procedure to obtain a refund; for more information see our Returns Policy.

DELIVERY

- Can I track my order?You will only be able to check the progress of your delivery if your delivery address is outside the UK or if you have requested Special Delivery.

- What happens if I’m out when you deliver?If you're not going to be home when Royal Mail deliver your parcel, we can ask your postman to leave it in a specific place or with a neighbour. Just let us know when you place the order and we will add a note to your address label. Otherwise, the parcel will be held at your local Customer Service Point (CSP), the postman will leave a red card through your door telling you where your parcel has been left and how to reschedule the delivery. For more information visit Royal Mail help

- My order has taken longer than 5 business days-Why is this?Sometimes Royal Mail takes longer to deliver your parcel (especially during the run up to Christmas), so please allow 8 business days from when you receive the shipping confirmation email. You can also check if Royal Mail attempted to deliver your parcel by clicking on your shipping confirmation number.

- Who will deliver my parcel?We use Royal Mail.

- Do you offer next day delivery?We offer next day delivery on request. Please contact by phone at 01223 244400 or email us at info@shoegarden.co.uk

- Where do you deliver?We do UK and International deliveries. Please check our Delivery information page for shipping fees.

SECURITY AND PRIVACY

- How do I know I can order safely?We use SSL (Secure Sockets Layer) to encrypt all data to and from the site.

- How will you use my personal information?We will only use your personal information for:

The processing and delivery of your items.

To let you know via email information about your order

To keep you up to date with promotions and new collections

By using shoegarden.co.uk you consent to the information you provide being used for any of the above purposes, except where you have decided to opt out of receiving promotions and offers during the checkout process.

- Is my personal information confidential?Shopping with us is safe and we ensure your personal and credit / debit card details remain private. During the checkout you are taken through our secure server. Our secure server encrypts all of your personal information including your credit / debit card number, account number, name and address, and all other personal information so that it cannot be accessed or read as the information travels over the Internet.

RETURNS AND REFUNDS

- Can I return or exchange shoes I bought on Shoegarden at the Sundaes shoe shop?Yes, you can return or exchange your pair at the Sundaes shoe shop. You will need to show the invoice included in the box. Please be aware you won’t receive the refund at the shop, but you will receive the refund through Shoegarden. An email confirmation will be sent to you as soon as the refund has being processed.

You can also return your items to the Sundaes shoe shop at 36 Green Street, Cambridge CB2 3JX, but do include your original invoice in the box.

- How long do I have to return my items?We want you to be 100% satisfied with your purchase. Unsuitable products may be returned in unworn, sellable condition within 28 days from the day of purchase. All products must be returned in their original packaging, please do not damage the shoe box with tape or glue.No refunds will be issued 60 days after the purchase date.

- How do I return my items?To store:You can return your items to the Sundaes shoe shop at 36 Green Street, Cambridge CB2 3JX, do include your original invoice in the box. Please be aware that you won’t receive the refund at the shop, but you will receive the refund through Shoegarden. An email confirmation will be sent to you as soon as the refund has being processed.

To our Warehouse:You can return any unwanted items for refund or exchange to our warehouse: Shoegarden Returns, 66 Church End, Cambridge CB1 3LB.

Please complete the Exchange and Returns form sent in the shoebox with all the requested information, before sending the parcel back. You are responsible for the return postage cost.Visit our Return Policy for more information.

- How should I pack the items I’m returning?We do not provide returns bags, but we encourage customers to reuse their original packaging. Otherwise, you can wrap the box in paper or use a plastic bag.Please do not damage the shoe box with tape or glue.

- Will I receive a notification when you have refunded me?You will receive an email to advise that we have received your return and a refund has been processed. Please note it can take up to 14 days for your refund to show in your bank account.

- How long will it take for you to refund me?We will process your refund once we have received your items. Please allow at least 14 days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/building society to process the payment and whether you paid by credit or debit card.

- My item is faulty, how do I get a refund?If you have received a faulty item please contact us on 01223 244400 or email us at info@shoegarden.co.uk. We might ask you to send photos of the fault.

Once your fault has been verified by a member of our staff, you can either take the item back to Sundaes shoe shop (36 Green Street, Cambridge CB2 3JX) or return it by post to our warehouse: Shoegarden Returns, 66 Church End, Cambridge CB1 3LB. You can send the item back by first or second class Royal Mail service, there is no need to send items via Special Delivery.

You will receive a full refund, including the return postage fee. Please note that we do not provide free returns labels.

- I bought a pair of shoes at their full price but the day after they went into the sale - Can I get the difference refunded?No. Once an item has been ordered the price is fixed.

- Resolution of an issueIf you have a complaint about your purchase, please contact us on 01223 244400 or email us at info@shoegarden.co.uk

WEBSITE

- Are Shoegarden and Sundaes the same shop?We are partner shops. Shoegarden is our online shop and Sundaes is our shoe shop in the historic centre of Cambridge, UK.

- I have a promotional code, where do I enter it?To apply a discount code to your order, the code must be entered into the discount code box during the checkout. The ‘Apply’ button for the discount code must be clicked before continuing to the shipping method.

- My promotional code has not worked on my order, how do I apply this?Please check the terms and conditions of the promotion to make sure your basket is eligible for the discount and the discount code is still valid.

- Can I use my discount code at Sundaes shoe shop?Please check the terms and conditions of the promotion; if available in store you will need to present the promotional code in store either by printing it out or showing it on your phone.

- What is a Shoegarden gift card?It is an electronic gift card sent to you by email